OnDemand Appeals Service

Helping local authorities successfully respond to appeals

Civica offers a fully managed service to local authorities that are under-resourced to successfully deal with appeals.

Let our experienced officers remotely and promptly process your appeals. From reconsiderations, through to submission writing and presentation at a tribunal, we can deliver some or all of the appeals process to support your team.

Depending on the level of knowledge your in-house team has, you may wish to use our on-demand service to handle your more complex appeals.

Achieving success

• We have an average success rate of 95% of decisions upheld at tribunal
• Our submissions have been praised by judges for their high standard of quality and clarity
• Our appeals staff have over 90 years' combined experience of submitting Housing Benefit appeals

Using our experience, we advise customers if we believe that their decision will not be upheld at tribunal, ensuring money isn’t wasted on preparing unsuccessful submissions.

We work with all processing systems including Capita Academy, Civica OPENRevenues and Northgate.

Civica has been dealing with appeals work for both Redditch Borough Council and Bromsgrove District Council for around 12 months. Their knowledge and interpretation of legislation is amazing and their understanding of how differently each local authority works ensures an excellent service. The OnDemand team are always willing to go above and beyond to ensure that all parties are satisfied before closing any case down completely."
Shona Knight, Assistant Financial Support Service Manager, Redditch Borough Council & Bromsgrove District Council

Flexibility and scalability — There’s no minimum spend or long-term commitment — you’re never locked in. You can scale the service up and down as your requirements change over time, extend it beyond the original agreement, or switch it off completely if you no longer need it.

Easy procurement — Procuring Civica OnDemand services is straightforward. You can use an OJEU compliant framework, or contract directly with us. For smaller engagements, a purchase order is often all that’s needed — no contract or terms and conditions.

Designed to meet your needs — Whether you need one or two people for a few weeks, a larger team to handle a major project, or ongoing support for an indefinite period, we can meet your requirements. We work with you to design the right solution, provision it quickly, and resource it to meet agreed timeframes, and we take responsibility for training our assessors on your local policies and processes.

We’ve been very impressed by the consistently high standard of appeals work Civica has produced for us. We’ve developed a good professional and easy relationship with the very helpful, friendly and knowledgeable team at Civica."
Leigh Wood, Principal Benefits Officer, Hertsmere Borough Council

Watch our short video to discover how OnDemand Resource services work:

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